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System Center Service Manager: A Deep Dive Into Automating ITIL and MOFSean Christensen, Senior Technical Product ManagerSystem Center Service Manager
Sean ChristensenContact Details
Email: [email protected] Blog: http://blogs.technet.com/b/systemcenter
LinkedIn: http://www.linkedin.com/in/chr1st3ns3n
Twitter: @SeanC_MSFT
Agenda
Service Manager OverviewProcesses supported by toolsetDemos
Incident ManagementProblem ManagementChange ManagementIT Asset Management Demos Configuration Management Demos
Questions
Service Manager: The Power Is in the Integration
Portal Forms
Data Warehouse
Workflows
Configuration Management DB
Wo
rk I
tem
s
Co
nfi
gu
rati
on
It
ems
Kn
ow
led
ge
ProblemChange Incident
AssetCompliance &
Risk
Supported Processes
Service Design
Capacity Management
Availability Management
Risk Management
Compliance Management
Supplier Management
Service Transition
Service Asset & Configuration Management
Change Management
Knowledge Management
Service Operation
Incident Management
Problem Management
Event Management
Request Fulfillment
Continual Service
Improvement
Service Level Management
Service Measurement
Service Reporting
Configuration Management
Configuration Management Process
Identification of Configuration
Items
Monitor & Verify CMDB
Control & Maintain CMDB
Status Reporting & Verification
Verify & AuditEvaluate &
Improve Process
Configuration Management Process
What’s Required How we support this
Identifying what Configuration Items are in the environment
Connector Framework to AD, SCCM, SCOMFiltering rules in Connectors to pull across only what is required.
Having a comprehensive view of Configuration Items
Reconciliation capabilities to transform data into consolidated information.
Identification of Configuration
Items
Monitor & Verify CMDB
Control & Maintain CMDB
Status Reporting & Verification
Verify & AuditEvaluate &
Improve Process
Configuration Management Process
What’s Required How we support this
Ensuring CMDB is maintained and up to date Regular synchronization from data sources into CMDB
Verifying that what we have in our CMDB is what’s in the environment.
CMDB shows what’s activePartner solutions such as Provance show the supporting asset management information
Identification of Configuration
Items
Monitor & Verify CMDB
Control & Maintain CMDB
Status Reporting & Verification
Verify & AuditEvaluate &
Improve Process
Configuration Management Process
What’s Required How we support this
Configuration Item Audit Trail Audit trail for every Configuration Item record
Status accounting of a CI CI Status attribute for each CI
Integration with other Service Management processes
Accessible from all other process modules
Reporting to facilitate configuration audits Yes
Identification of Configuration
Items
Monitor & Verify CMDB
Control & Maintain CMDB
Status Reporting & Verification
Verify & AuditEvaluate &
Improve Process
Configuration Management
Connectors
Demo. . .
Incident Management
Incident Management Process Sample
Incident Identification
Incident Logging
Incident Categorization
Incident Prioritization
Incident Diagnosis
Investigation & Diagnosis
Resolution & Recovery
Incident Closure
Incident Management Process Sample
What’s Required How we support this
Alert monitored from Operations ManagerDCM non-conformanceEmail Received from end userPhone call received by AnalystLogged via Web browser
Incident Identification
Incident Logging
Incident Categorization
Incident Prioritization
Incident Diagnosis
Investigation & Diagnosis
Resolution & Recovery
Incident Closure
Incident Management Process Sample
What’s Required How we support this
Unique categorizationUnique prioritization
Incident CategorizationIncident ImpactIncident UrgencyImpact + Urgency = PriorityStandardization via Templates
Incident Identification
Incident Logging
Incident Categorization
Incident Prioritization
Incident Diagnosis
Investigation & Diagnosis
Resolution & Recovery
Incident Closure
Incident Management Process Sample
What’s Required How we support this
What’s the impacted CI or Business ServiceAre there any other Incidents related?Has this user logged incidents before?
Built in links to the CMDBRelated Items to show what else relates to this.
Incident Identification
Incident Logging
Incident Categorization
Incident Prioritization
Incident Diagnosis
Investigation & Diagnosis
Resolution & Recovery
Incident Closure
Incident Management Process Sample
What’s Required How we support this
Get user back up and runningConfirm resolutionClose Incident
Knowledge articlesIncident tasksResolution & Closure capture
Incident Identification
Incident Logging
Incident Categorization
Incident Prioritization
Incident Diagnosis
Investigation & Diagnosis
Resolution & Recovery
Incident Closure
Incident Management
Email loggingOperations ManagerWeb PortalAnalyst Console Demo . . .
Automated resolution example
SIM 335 @ 12:15 later today
Problem Management
Problem Management
Problem Management Process ExampleCreating Problem record
Analyst consoleOpalis workflow Proactive Problem Creation
Problem Management Sample ProcessProblem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Investigation & Diagnosis
Create Known Error Record
Resolution Closure
Change Management
Process
WorkaroundChange Needed?
Known Error
Database
Problem Management Sample Process
What’s Required How we support this
Supports identification and logging of problems Related Items against Cis
Manual creation of Problem Records
Automatic Creation of Problem Records
Problem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Investigation & Diagnosis
Create Known Error Record
Resolution Closure
Change Management
Process
WorkaroundChange Needed?
Known Error
Database
Problem Management Sample Process
What’s Required How we support this
Problem Categorization Data fields
Problem Prioritization Data fields
CMDB Integration OOB integration to see impacted Configuration Items
Problem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Investigation & Diagnosis
Create Known Error Record
Resolution Closure
Change Management
Process
WorkaroundChange Needed?
Known Error
Database
Problem Management Sample Process
What’s Required How we support this
Facilitate investigation of Problem CMDB integration
Problem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Investigation & Diagnosis
Create Known Error Record
Resolution Closure
Change Management
Process
WorkaroundChange Needed?
Known Error
Database
Problem Management Sample Process
What’s Required How we support this
Known error documentation Ability to define and relate known errors
Knowledge base documentation Ability to define and relate knowledge base articles.
Problem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Investigation & Diagnosis
Create Known Error Record
Resolution Closure
Change Management
Process
WorkaroundChange Needed?
Known Error
Database
Problem Management Sample Process
What’s Required How we support this
Support resolution via feedback to Incident process
Integration to Incident Management ModuleClosure of Incidents when problem closes
Support resolution via integration to Change Management process
Integration to Change Management module
Problem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Investigation & Diagnosis
Create Known Error Record
Resolution Closure
Change Management
Process
WorkaroundChange Needed?
Known Error
Database
Demo . . .
Problem Management
Incident to ProblemAutomated Problem Creation
Problems can be created automatically too!
Change Management
Change Management
Example of Change Management processchange template capabilities
Demo: Create change template for onboarding a new employee
Demo: Extend SM to add employee to AD as an automated activity
Demo: include notification to Contoso admin when setup is complete
Change Management Sample Process
Create RFC Log RFC Review RFCAssess & Evaluate Change
Plan UpdateInvestigation & Diagnosis
Co-ordinate Change
Implementation
Review & Close
Change Record
Update change & configuration information in CMS
Post Implementation
Report
Change Management Sample Process
What’s Required How we support this
Recording of change details Change Title and Description
Recording affected services and computers
Capturing Related Configuration Items
Capturing default change activities Change Templates
Create RFC Log RFC Review RFCAssess & Evaluate Change
Plan UpdateInvestigation & Diagnosis
Co-ordinate Change
Implementation
Review & Close
Change Record
Update change & configuration information in CMS
Post Implementation
Report
Change Management Sample Process
What’s Required How we support this
Change Reviews to ensure all captured and the Change should proceed
Review activities
Create RFC Log RFC Review RFCAssess & Evaluate Change
Plan UpdateInvestigation & Diagnosis
Co-ordinate Change
Implementation
Review & Close
Change Record
Update change & configuration information in CMS
Post Implementation
Report
Change Management Sample Process
What’s Required How we support this
Authorizing Change to Proceed Review activities
Planning change Data fields to capture plans for change
Create RFC Log RFC Review RFCAssess & Evaluate Change
Plan UpdateInvestigation & Diagnosis
Co-ordinate Change
Implementation
Review & Close
Change Record
Update change & configuration information in CMS
Post Implementation
Report
Change Management Sample Process
What’s Required How we support this
Coordinate Change Implementation Scheduling fieldsv.Next Integration for Release Management.
Review change completion Review activities
Create RFC Log RFC Review RFCAssess & Evaluate Change
Plan UpdateInvestigation & Diagnosis
Co-ordinate Change
Implementation
Review & Close
Change Record
Update change & configuration information in CMS
Post Implementation
Report
Change Management
Change Templates
Demo . . .
Wrap Up
Service Manager and System Center automate ITIL & MOF processes within familiar and flexible toolsService Manager provides control to your organization with the flexibility to adapt to specific organizational requirements.Service Manager runs at scale
Community Evaluation Program
Guided evaluation of Management & Security ProductsAccess to evaluation bits and VHDsAccess to product group at Virtual Chalk Talks
Community of Participants Share feedback on product and documentationShare best practices and experiences
Learn more about programs athttps://connect.microsoft.com/site1211Or email [email protected] with your interest
RTMBeta
1H CY10 2H CY10 1H CY11 2H CY11
RTMBeta22007 R3
System Center Roadmap
2010IT GRC
Beta & RTM
2010
Beta & RTMSystem CenterCodename “Concero”
RTMBeta
RC RTW
Acquired RTMBeta 6.3
Beta
Beta
Beta2
RC
Available Now
Beta
Beta
Coming Soon
GAGA
Beta & RTM
Beta & RTM
Related ContentBreakout Sessions
SIM 208 - Management in the DatacenterSIM 209 - Microsoft System Center Service Manager - A Deep Dive on How to Automate ITIL or MOFSIM 210 - Sneak Peak at Microsoft System Center Service Manager 2012SIM 335 - Automation - Service Manager & Orchestrator - Better TogetherSIM 340 - Extending Microsoft System Center Service Manager - Modeling your Business ProcessSIM 362 - Monitoring IT as a Service with Microsoft System CenterSIM??? - Taking the Next Step in IT GRC
Interactive SessionsSIM 372INT - How to Deploy and Configure Microsoft System Center Service ManagerSIM 373INT - Stump The Microsoft System Center Service Manager teamSIM383INT - Managing the Datacenter: Ask a Panel of Experts
Hands-on LabsSIM371-HOL Building a Microsoft System Center Service Manager Test Lab - Hall B1 SIM372-HOL Incident and Change Management in Microsoft System Center Service Manager 2010 - Hall B1 SIM373-HOL Microsoft System Center Service Manager 2010 Data Warehouse and Reporting - Hall B1SIM374-HOL IT Governance, Risk and Compliance Configuration in Microsoft System Center Service Manager 2010 - Hall B1
Product Demo Stations TLC – SIM – station 21
Find Me Later At…TLC station 21 or @SeanC_MSFT
Questions?
Questions?
Resources
www.microsoft.com/teched
Sessions On-Demand & Community Microsoft Certification & Training Resources
Resources for IT Professionals Resources for Developers
www.microsoft.com/learning
http://microsoft.com/technet http://microsoft.com/msdn
Learning
www.northamerica.msteched.com
Connect. Share. Discuss.
Complete an evaluation on CommNet and enter to win!
© 2011 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment
on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.